Mastering IT Support Delivery MISD Quiz Questions and Answers

Which of the following services are the least likely candidates for formalisation?

A. Those that are rarely called upon or of a low priority
B. Those that are routine or frequent features of the workday
C. Those that require dedicated manpower or skillsets
D. Those that are subject to external regulation

Answers

1. A
2. B
3. C
4. D

What is the first thing you can do to set your customers’ expectations?

A. Publish a Service Level Agreement once a year
B. Tell your customers about your services when they make their first support enquiry
C. Assume any new customers will learn about IT Support from their colleagues
D. Publish a statement where you can describe your services and what your customers can expect from you

Answers

1. A
2. B
3. C
4. D

Which of the following potential aspects of working for an organisation is a motivator rather than a morale booster?

A. Salary
B. Challenge
C. Environment
D. Pleasant Job

Answers

1. A
2. B
3. C
4. D

Which of the following indicators is the most likely to be genuinely caused by understaffing?

A. We’re really busy
B. Our calculated workload is frequently being exceeded
C. Projects are being delayed
D. People are complaining of stress

Answers

1. A
2. B
3. C
4. D

You are a member of the first-line and receive a support enquiry by email. You close the email but fully resolve the enquiry later on.

Which of the following calculations does this count towards?

A. The Spot–Rate
B. The Fixes per Resolver Average
C. The First Line Fix
D. None of the above

Answers

1. A
2. B
3. C
4. D

According to the Hawthorne Effect, what can you do to increase the productivity of your workgroup?

A. Increase their salary
B. Give the workgroup a clear team identity
C. Pay attention to, or incentivise certain objectives to involve the workgroup
D. Develop their skillsets

Answers

1. A
2. B
3. C
4. D

What is the essential advantage to the user of a Hotfix rather than a ‘cold’ escalation?

A. The Hotfix allows the user to speak to a second-line technician
B. The Hotfix puts the user at the front of the queue
C. The Hotfix gives an immediate, rapid service to resolve their enquiry there and then
D. The user can schedule the call back at a time to suit them

Answers

1. A
2. B
3. C
4. D

What is the definition of a ‘micro-manager’?

A. A manager who pursues a vision for the workgroup
B. A manager who trusts the staff to do the work thoroughly due to their own professionalism
C. A manager who interferes with the workgroup’s work to the extent that it sends a message of mistrust in their abilities
D. A person with a manager’s perspective who keeps busy with management duties

Answers

1. A
2. B
3. C
4. D

Why is it important in a well-run Support Group that there is no ‘DOWYG’?

A. If so, it indicates that the backlog is building up to unacceptable levels
B. Otherwise it would show that sources of stress are not being actively managed
C. If so, it would mean that technicians are self-logging enquiries
D. If there were, it would indicate a skills imbalance within the support group

Answers

1. A
2. B
3. C
4. D

Excessive organisational change can have a detrimental impact on your workgroup’s job satisfaction. What can you do to stop the changes decreasing staff engagement?

A. Demonstrate how the staff themselves will benefit from the change
B. Remind staff of their commitment to professionalism at all times
C. Renew your statement of the level of productivity expected from staff members
D. Enable staff by making sure they have the requisite skills

Answers

1. A
2. B
3. C
4. D

What is Step 1 in the MISD method of managing skillsets?

A. Build a Training Needs Analysis
B. Identify the areas of knowledge needed to support the users
C. Ascertain from the members of the workgroup their skill level of knowledge for each of the technologies the workgroup supports as well as other general skills
D. Calculate the demand for each of our support services

Answers

1. A
2. B
3. C
4. D